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About the Role

The Technology Support Specialist I provides comprehensive technical support for hardware, software, peripherals, user security access, and network connections. This role is responsible for user account security administration and managing access to information systems according to established protocols. The specialist will perform diagnostic analysis, resolution, and preventative maintenance, contributing to the Hillside Technology Roadmap.

Responsibilities

Provide user account security administration for user access management, network access, Hillside information systems, and administrative accounts.
Function as security administrator for sensitive New York State information systems (e.g., Office of Mental Health, Office of Children and Family Services).
Maintain the highest level of trust and integrity regarding storage and access to confidential data and security systems.
Participate in the design, configuration, deployment, and support of all technology-related equipment and software.
Record and maintain inventory of equipment, software, and licenses.
Complete all service requests on time and ensure customer satisfaction, potentially contacting external vendors for support.
Develop and execute educational support resources for users of new or updated technology.
Provide recommendations to the Technology Solutions Department supervisor regarding enhancements to policies, procedures, and protocols, and ensure compliance.
Collaborate with the Technology Solutions Department to ensure effective execution of the Technology strategy.
Perform other duties as assigned.

Requirements

Unrestricted, valid NYS driver’s license for a minimum of 1 year with a clean driving record and minimum insurance coverage that meets agency standards.

Skills

Proficient with computer support technologies and willingness to continue to learn and advance technical skills.
Ability to ensure the security and stability of the Hillside network.
Ability to identify information needed to clarify a situation, seek that information from appropriate sources, and use skillful questioning.
Experience prioritizing requests and identifying solutions to ensure effective and responsive delivery of services.
Ability to provide assistance through facilitation and consultation.
Experience meeting partners’ needs in a manner that provides satisfaction and excellent results.
Ability to identify what needs to be done and doing it before being asked or before the situation requires it.
Manual dexterity, including frequent grasping and continuous use of fine manipulation skills in both hands.
Ability to change positions as needed.

Location

Central & Western New York

Work Type

Variable scheduling including evenings and weekends

Experience Level

Minimum 1 year of experience in Helpdesk Support or related internship required.

Education Level

Bachelor’s degree in Computer Science or related field, or an equivalent amount of education and experience required.

Salary/Compensations

$62,500 Minimum pay rate
$75,000 Maximum pay rate

Benefits

Generous paid time off
Paid holidays
Comprehensive medical, dental and vision coverage
Flexible spending account
403(b) retirement savings plan with employer match
Employee Assistance Plan

About the Company

At Hillside, we believe that healthy youth and strong families with opportunities to succeed are the foundation of any thriving community.
Guided by this belief, we provide community-based services, education, and residential treatment to positively impact lives, in partnership with youth and families who have experienced trauma.
From locations across Central & Western New York and Prince George’s County, Maryland, our programs serve nearly 10,000 youth, adults, and families each year.
Partnering with families and communities, we deliver high-quality, evidence-based services, in the appropriate settings — whether on residential campuses or in schools, homes, or the workplace.
By measuring the impact of our work, we endeavor to deliver ever better outcomes every day.

Equal Opportunity

Hillside is committed to equal opportunities for all, supporting a diverse workforce, creating development opportunities for our people.
Hillside is an equal opportunity employer; individuals from underrepresented and/or marginalized identities, Veterans, and disabled persons are encouraged to apply.
Upon request, reasonable accommodations will be provided for the disabled.